New Upgrade allowances

[Grune]

Hey guys,

I work t-mob retail, and was just wondering how the fall out of the new upgrade allowances are hitting your stores.

do customers

a) take crap handsets
b) pay for good ones
c) walk
or
d) churn


we are getting a mixed response so far ( early days i know ) I think once all our staff get a bit more happy to churn customers it should balance out ok, but after it being a pretty hard and fast rule that retentions will match a new customer deal 99% of the time its gonna mean a bit of a change.

spill your guts n how u feel bout it.

Grune

[shoe1971]

For the uninitiated, could you explain the before and after position so that I can understand what's actually happened? When did this change take effect?

Cheers

[Grune]

basically, they have reduced the amount of money they are willing to chip in for an exisiting customers handset on an upgrade.

the flexability of the loyalty and retentions team has been removed, you used to be able to get those guys to build some very good offers, those days are over.

it seems like an aftereffect of the masive amount of cash spent on aquasition with the flext deals (esp the 25% off)

its now quite reasonable to expect to be saying to a customer "oh you can get that phone for free, but if you wanna keep your own number that'll be 80 quid"

[LSi 01]

This is messed up. I was on the T-Mobile site and a new customer can get a k800 for free on Flext 35 with web and walk, whilst existing loyal customers like myself are forced to fork out £130 on the same price plan.

I called last month about upgrading and I was told it would be free. I was prepared to upgrade there and then to get my handset (I was going to pay my bill early) but they said I had to wait. I call today and I'm told that it'll cost me £130, despite what I was previously told. Don't T-Mobile owe it to customers to at least keep them informed of these changes?

[fil]

its now quite reasonable to expect to be saying to a customer "oh you can get that phone for free, but if you wanna keep your own number that'll be 80 quid"


but with all the free 02 sims they bang out, i just port it to a pay as you go then back to my new t-mob contract, done it the last few years,

pointless of t-mob not looking after exsisting customers, they need to sort it!

[LSi 01]

yeah, I reckon I'll do the same

[Grune]

there's nothing stopping you giving your 30 days notice and swapping to t_mobile payg. then doing a pre to post migration. saves the hassle of porting. and you get the most of the line rental you have paided for in advance.

[gwappa]

there's nothing stopping you giving your 30 days notice and swapping to t_mobile payg. then doing a pre to post migration. saves the hassle of porting. and you get the most of the line rental you have paided for in advance.

Didn't realise that could be done.

[paw83]

Been on holiday, first day in store today since ugrades change.

One word: Nightmare.

[Snowman]

We dropped t-mobile last year following their stance on upgrades and total lack of concern for customer loyalty. We were that annoyed we switched immediately to 3 and paid for two contracts for a couple of months, which with the 3 half price offer for 6 months, wasn't to bad. We'll never go back to them, it seems they are still stuck in an age where you did have to change provider and number to get a new phone.

[paw83]

It was announced today that despite taking on three quarters of a million new contract customers this year so far profit has halved.
The age of customer loyalty is over people, welcome to the age of making a profit!

[Darkwun]

pretty much all of the upgrade customers i've had just walked, if t-mobile did internal pac number changes it wouldn't be as bad but no, alongside the new upgrade changes this is another way the bigwigs have managed to screw over the sales rep

[gezza]

Does anyone know when the p990i is coming ou on t-mobile???

[Grune]

hmmm wrong thread for this,

create a new one for a request like this.

but any way, as far as I am awear we're not getting it in.

[paw83]

Been listening to the company view point on it, and it kinda does make sense. T-Mobile aren't on a mission to go all out and save customers at the risk of making a loss. I've had a few customers who still get pretty much any phone they want, they're the ones who spend the most. Being with the network for years and years doesn't really mean you're making them a lot of money.
I know I'm gonna get rubbish upgrades from now on, but for the sake of the tarrifs, I think it worth it.
At least we're in a country where we can get a handset free at the start of the contract. (Trying to find a silver lining)

[Mr T]

Well its about time T-mobile started competing with 3 because existing 3 customers can now get flex 35 tariff for £26.25 each month for entire contract length plus all of 3s phones are free to new and existing customers

[Grune]

Hey,

Every one can enjoy a sigh of relief now, as of the first of the month they have returned to reasonable discounts on upgrades again.

woohoo

[maccamfc]

What sort of an upgrade do you think I'd be looking at?

I'm after the k800i, have been with T-Mobile since 1995(One2One in those days!) and spend around £35 a month. My contract is up in a few weeks and I want to say with T-Mobile but don't feel I should be paying an upgrade fee.

I've heard elsewhere on this thread that you can change to pay as you go, get a new contract and then change the phone number on this new contract to your previous number. Is this easy to do if T-Mobile want to insist on a high upgrade fee?

Cheers
Macca

[LSi 01]

What was the point of T-Mobile messing with the limits last month? I called today and after being told @ the beginning of August my upgrade would be £130 for the K800i, today I was told £30 with a free 256mb memcard! Spoke to my friend and they didn't have one in stock @ either of my local branches, however there was a rumor from one store that they'd been recalled for software issues. I think somewhere.. somehow, somebody doesn't want me to have this phone

:(

[paw83]

What was the point of T-Mobile messing with the limits last month? I called today and after being told @ the beginning of August my upgrade would be £130 for the K800i, today I was told £30 with a free 256mb memcard! Spoke to my friend and they didn't have one in stock @ either of my local branches, however there was a rumor from one store that they'd been recalled for software issues. I think somewhere.. somehow, somebody doesn't want me to have this phone

:(

Just been a stock shortage mate, I work in a big store and we got them back in stock today, after over a week out of stock. Try again this week and you should get one.

[londonguy007]

Hi guys,

I need some advice, i am in a jam and really need your help.

Been with T Mobile for 10 years, average spend of £80 - £100 a month.

Phoned up upgrades and was offered K800i (free) and felxt 35 tarif for £35 per month, yet new customers pay £30 a month.

I was not happy and so then asked to transfer to cancellations. I was put through and told by them that theres nothing more they can do and that offers to new customers and strictly to new customers. I then asked for my PAC and was given it in a space of 2 mins.

I argued with the person trying to make the the person see reason, by explaining that i would simply port my number out and port it back. Was then told that i could not do this and if i tried my number would be blocked from porting back. Is this true??

Does that mean that i am stuck and have to pay an extra £5 a month?

Dos porting work if so how easy is it?

Also is it okay to tell customers service that i want to transfer onto PAYG and then transfer back or will they kick up a fuss over this as well??

Whats the best way to do this?

Any help appreciated as im in a panic.

[3point]

Hi guys,

I need some advice, i am in a jam and really need your help.

Been with T Mobile for 10 years, average spend of £80 - £100 a month.

Phoned up upgrades and was offered K800i (free) and felxt 35 tarif for £35 per month, yet new customers pay £30 a month.

I was not happy and so then asked to transfer to cancellations. I was put through and told by them that theres nothing more they can do and that offers to new customers and strictly to new customers. I then asked for my PAC and was given it in a space of 2 mins.

I argued with the person trying to make the the person see reason, by explaining that i would simply port my number out and port it back. Was then told that i could not do this and if i tried my number would be blocked from porting back. Is this true??

Does that mean that i am stuck and have to pay an extra £5 a month?

Dos porting work if so how easy is it?

Also is it okay to tell customers service that i want to transfer onto PAYG and then transfer back or will they kick up a fuss over this as well??

Whats the best way to do this?

Any help appreciated as im in a panic.

best way is port to payg sim, then go into a t-mobile store and tell them what you want etc, they will process it as a 'pre to port migration'.

you will get a new phone and £5 off your line rental as well.

port process takes about 1 week.

dont mention anything to customer services.

hope this info helps you.

[londonguy007]

best way is port to payg sim, then go into a t-mobile store and tell them what you want etc, they will process it as a 'pre to port migration'.

you will get a new phone and £5 off your line rental as well.

port process takes about 1 week.

dont mention anything to customer services.

hope this info helps you.

Hi there,

I just checked with t - mobile and they have stated that this is not possible and that i will not be treated as a new customer.

Before i do this i need to know for definite whether this will work. Can you just confirm.

[3point]

Hi there,

I just checked with t - mobile and they have stated that this is not possible and that i will not be treated as a new customer.

Before i do this i need to know for definite whether this will work. Can you just confirm.

it does work, we have done this before. just give 30 days notice of cancellation, transfer your number to a t-mobile payg sim, go to a t-mobile shop and get a new contract.

[mobieg]

port number to virgin payg sim then transfer back to t-mobile contract.

[fil]

theres plenty of free sim deals available all the time, 02s allways banging them out free